Complaints

We're here to help you.

 

At Cbus we aim to provide the best service to our members and employers, and resolve any enquiries or issues as effectively as possible.

However, if you’re unhappy with our service or products it’s important we hear from you.

Your complaint will be treated seriously, and investigated fairly and thoroughly. We’re committed to keeping you informed about your complaint and the complaints process.

Who can make a complaint?

  • a member
  • an employer 
  • a beneficiary
  • an executor of a late member’s estate
  • a person who has made a claim on a death benefit.

Read about beneficiaries.

How do I make a complaint?

You can complain in the way that’s most convenient for you – by phone, online, post or in person.

Call

8am-8pm (AEST/AEDT)
Monday to Friday
1300 361 784

 

Email

Use the form below to submit your complaint.

Write

Cbus Complaints Officer
Cbus, Level 28, 2 Lonsdale St, Melbourne 3000

 

Visit

Front counter service

VIC

Open 9am-5pm (local time), Monday to Friday

Level 26, 2 Lonsdale Street, Melbourne

You will need to show ID to access the Melbourne front counter. Your driving licence, passport, Cbus member card or union card are acceptable. 

Get directions - Melbourne front counter

NSW

Open 8.30am-4.30pm (local time), Monday to Friday

Level 25, 44 Market Street, Sydney

Get directions - Sydney front counter

WA

Open 8am-4pm (local time), Monday to Friday

Level 1, 82 Royal Street, East Perth

Get directions - Perth front counter

SA

Open 9am-5pm (local time), Monday to Friday

Ground floor, 50 Flinders St, Adelaide  

Get directions - Adelaide front counter

Submit your complaint

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This form collects your personal information. Read our Privacy Policy and Personal Information Collection Statement for details on how we collect and disclose personal information or call us on 1300 361 784 for a copy.

How will Cbus handle my complaint?

We’re committed to investigating your complaint and we aim to resolve your concerns as quickly as possible.

You’ll be assigned a dedicated Complaints Resolution Officer who will acknowledge your complaint and summarise your issues. We’ll conduct a fair investigation by reviewing all documentation and we’ll keep you informed about the progress of your complaint.

Once we’ve investigated your complaint we will write to you explaining our decision, the reasons for the decision and any possible resolutions or course of action. 

Some complaints may be complicated and require time to investigate and respond. In most cases complaint responses are provided within much shorter time frames, with the maximum being 90 days for super-related complaints.

For further information about how to make a complaint, read our Complaints fact sheet (PDF).

What if I’m not happy with my complaint response?

 

Who to contact about super and financial advice complaints before 1 November 2018

If we fail to provide you with a written response to a super related complaint within 90 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you may take the matter further with the Super Complaints Tribunal (SCT).

If we fail to provide you with a written response to a financial advice related complaint within 45 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you may take the matter further with the Financial Ombudsman Service (FOS).

The SCT and FOS will not consider your complaint unless you have complained to us first. Also note that the SCT can’t handle complaints from employers or complaints relating to management of Cbus as a whole.

The SCT and FOS can receive complaints about super and financial advice until 31 October 2018. After this date, all new complaints will need to be made to the Australian Financial Complaints Authority.

 

Who to contact about super and financial advice complaints from 1 November 2018

From 1 November 2018, a new body called the Australian Financial Complaints Authority (AFCA) will be able to review how Cbus has handled complaints made to us by our members.

AFCA is an independent dispute resolution body set up by the Federal Government to provide a free, impartial and binding dispute resolution service for financial services.

For more information about the types of complaints that AFCA can deal with and the information you’ll need to provide, contact AFCA:

 

Who to contact about privacy complaints

If we fail to provide you with a written response to a privacy related complaint within 30 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you can take the matter further with the Office of the Australian Information Commissioner (OAIC).

Complaints can be raised with the OAIC online or in writing: